Building Business Systems for Fun & Profit

A friend called today, asking me to recommend a PC/Windows consultant who could do a simple network setup job in her office.

She figured that since I am immersed in the small business I.T. industry, surely I could help her avoid the unreliable or downright dodgy consultants and find someone who would show up on time, do the job right the first time and charge a reasonable price.

I couldn't do it!

Yes, we have come across a lot of PC consultants over the years, but there are absolutely none that I could recommend.

Every time I thought of someone, I realised I would have to qualify my comments about them: "Well, you could call so and so, but.....". All I wanted was a consultant that I could recommend without any 'buts', and I couldn't come up with a single one!

How embarrassing is that? And what a sad indictment of our industry - a truly dismal result!

Unfortunately that's the same thing I hear again and again from small business owners - virtually no one is happy with their PC consultants. I.T. on Tap has acquired a lot of new customers who were keen to see the back of their consultant and happy to get that whole raft of problems off their shoulders.

I can't think of too many industries that have survived and continued with such dreadful customer satisfaction levels. The reason is simply that it's been an essential service with no alternatives available - until now.

About a year ago we switched banks, to Bendigo Bank. That would have to be the best (banking) move we ever made!

I won't name our previous bank in order to protect the guilty, suffice to say they are one of the "big 4" and we were driven away by years of dismal service. Our supposed account manager was permanently "missing in action", if we needed something we had to be prepared to wait at least 2 weeks for any sort of response - often we'd simply never hear back at all.

Moving banks wasn't easy, given the number of accounts and merchant facilities we have across our group of companies. However, we are very glad we did!

Now, whenever we contact our account manager at Bendigo something very strange happens: she responds! Usually within an hour! To emails as well as phone calls, no chasing required - that's amazing for an Australian bank.

Since then I've told everyone who'd listen how great Bendigo's service is, and I know at least a few companies who've switched on our recommendation.

I was prompted to write this entry after seeing a story in the Australian newspaper today: in the midst of all the credit crunch bad news, only 1 Australian bank seems to be doing well. Yes, Bendigo announced annual net profit up 40% on the previous year.

It's great to see them doing well, they deserve it. Well done guys!